ServiceNow Implementation

Methodology (SIM)
Overview
 SIM Overview

Table of Contents
1. Overview ...............................................................................................................................................................3
1.1. Description ...................................................................................................................................................3
1.2. Goals.............................................................................................................................................................3
1.3. Objectives .....................................................................................................................................................3
1.4. Roles .............................................................................................................................................................4
2. Appendix ...............................................................................................................................................................8
2.1. Definitions ....................................................................................................................................................8

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 2
 SIM Overview

1. Overview
1.1. Description
ServiceNows Implementation Methodology (SIM) is used to manage all ServiceNow engagements. It is a
process that leverages the functionality of the Project Portfolio Management, Agile Development and Test
Management applications within the ServiceNow platform. The goal is to accelerate the delivery of value,
effectively manage engagement risk and ensure consistent and predictable delivery around the globe.
One size does not fit all, and SIM strives to be as common as possible and as different as necessary. These
differences are well understood and documented. Additionally, there will be a regular review of these
differences to ensure that our commonly defined items are in fact, common. There could be differences based
on:
The licensed products and processes in scope for the customer
If this is an existing customer or a new logo
The geography of the customer
The industry of the customer
The market segment of the customer
The scale of the customer organization or engagement
1.2. Goals
The process goal describes a specific purpose or achievement toward which the efforts of the process are
directed. Each process has a specific focus and when combined with the other processes, forms a
comprehensive framework to meet business requirements. The following are the goals of this process:
To ensure the value delivery/recognition aligns with the customers problem(s) and value they
purchased
To ensure common methods and procedures are used for efficient and effective management of
engagements
To manage the risks, change and communication during the engagement
To assist customers in delivering successful solutions with a proper governance and management
framework
To assist the customer while they navigate through the implementation lifecycles and leverage best
practices
1.3. Objectives
Process objectives describe material outcomes that are produced or achieved by the process. The following
are the objectives of this process:
To consistently monitor and manage the Scope, Resources, Hours and Schedule of the engagement
To ensure an increasing customer satisfaction and Net Promoter scores
To continually assess the quality and progress made during the engagement in order to reduce delays
and deliver solutions to customers problems beyond simply meeting a set of system requirements
To equip our workforce to manage known risks, unknown risks, and enable better objection handling.

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 3
 SIM Overview

1.4. Roles

Role Description

Customer Executive Sponsor Casts vision and able to clear roadblocks

Senior decision-maker
Visible, active and knowledgeable
Check / Change Order signer

Customer Infrastructure Security Responsible for ensuring, implementing and supporting the
customers security standards.

Customer Integration Expert Technical expert in the customers internal system(s) that
will be integrating with ServiceNow
Point of Contact to assist ServiceNow Technical Consultants
in determining what method will be used, integration
directionality, and attributes
Participates in any data normalization required prior to
being imported / inserted into ServiceNow
Typically more than one individual represents the systems
to be integrated with ServiceNow

Customer Platform Administrator Takes an active role in in the configuration of the

ServiceNow platform.
Works with ServiceNow Technical Consultants to configure
and modify the forms and workflows in the product.
Serves as primary point of knowledge transfer throughout
the engagement.
Accountable for holding design walkthroughs, formal signoff
of design approaches and design document delivery
Recommend a minimum of two individuals for redundancy
Formerly known as the System Admin

Customer Platform Owner This is the person who is accountable for the ServiceNow
Platform at the customer
This is typically the manager of the ServiceNow Platform
Administrators

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 SIM Overview

Role Description

Customer Product/Process Owner Responsible for the overall product / process management
Participates in requirements discussions, tailoring and the
resulting ServiceNow implementation
Responsible for the correct and complete definition of
stories, including acceptance criteria, for each
product/process
Provides formal process testing sign-off and User
Acceptance Testing (UAT) sign-off.
Create materials and deliver communication and training
sessions for all uses (internal and client users).
Responsible for prioritizing backlog (Sprint Planning)
The Process Owner provides the authority to affect process
change and release the product into production after testing
is complete.

Customer Project Manager The single responsible point of contact for requests to the
customer
Responsible for all customer resources of the engagement
Removes obstacles from team and has shared responsibility
for the success of the project
Transitions to the primary Scrum Master role over the
course of the engagement

Customer Quality Assurance Creates test plan and test cases for use in User Acceptance
Testing (UAT)
Manages the UAT execution
Coordinates with the Customer Product/Process owner to
report defects and/or enhancements

Customer Subject Matter Expert Provide advice on how the business services are delivered
with a vision for improvement
Participate in process story discussions
Able to create Knowledge articles on relevant topics
Participates in Process Testing
Takes an advisory role in in the configuration of the
ServiceNow platform.
Work with ServiceNow Technical Consultants to configure
and modify the forms and workflows in the product.
Serve as primary point of knowledge transfer throughout
the engagement.
Accountable for holding design walkthroughs, formal signoff
of design approaches and design document delivery
Should be two individuals for redundancy
Formerly known as Sys Admin

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 SIM Overview

Role Description

Customer Trainer Delivers end user training of the ServiceNow platform

solution
Edits and maintains the ServiceNow training materials
delivered by ServiceNow, if Fulfiller Training was purchased
from ServiceNow
Builds ServiceNow training materials if Fulfiller Training was
not purchased from ServiceNow

ServiceNow Advisory Architect Guides the overall ServiceNow solution to meet business
needs and maintain technical feasibility
Works with the Customer Executive Sponsor and technical
teams from the Customer and ServiceNow to help define
the technical solution

ServiceNow Customer Engagement Overall responsibility and ownership for the delivery of the
Manager ServiceNow engagement.
Responsible for working with the Customer Executive
Sponsor and gaining authorization to move forward at the
key engagement gates.
Responsible for working with and coaching the Customer
Platform Owner and Customer Project Manager.
Manages the engagement scope, schedule, costs, and
ServiceNow delivery resources.
Communicates and escalates risks and issues to the
Customer Executive Sponsor and ServiceNow Delivery
Manager.

ServiceNow Business Process Leads the Product / Process Workshop(s) in defining to-be
Consultant process(es)
Identifies areas of process improvement and recommends
solutions
Recommends continuous improvement practices through
process metrics and KPIs
Tailors process guides for customers
Coaches the Customer Product / Process Owners through
creating and managing the backlog of stories

ServiceNow Customer Delivery Provides delivery oversight and guidance as needed.

Manager Serves as second line of escalation if any issues arise.
Follows up with the Customer Executive Sponsor and
Customer Project Manager at the close of the ServiceNow
engagement.

ServiceNow Resource Manager Responsible for assigning ServiceNow resources to

engagements based on appropriate skills and availability.

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 SIM Overview

Role Description

ServiceNow Account Executive Responsible for the overall success of the Customer account
for ServiceNow
Primary point of contact for ServiceNow license and
subscription expertise
Facilitates the purchase of ServiceNow subscriptions

ServiceNow Services Sales Executive / Responsible for the definition of value derived from
Services Client Executive ServiceNow Global Services to meet Customer needs
Collaborates with the Customer to execute Statements of
Work and Change Orders

ServiceNow Solution Architect Works in collaboration with the Customer and ServiceNow
team members to identify best practices in configuration
design and approach

ServiceNow Solution Consultant Demonstrates ServiceNow platform capabilities to the

Customer
Leads Proof of Value (POV) projects to demonstrate
ServiceNow capabilities

ServiceNow Technical Consultant Guided by the Engagement Manager to work the

appropriate Story Backlog.
Shares product knowledge, practical experiences and best
practices with the Customer Platform Administrators
Responsible for coaching the Customer Platform
Administrators

ServiceNow Trainer Builds tailored ServiceNow platform training materials as

part of purchased Fulfiller Training services
Delivers training materials remotely or on-site to the
Customer Trainers (Train the Trainer)

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ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 7
 SIM Overview

2. Appendix
2.1. Definitions
Term Definition
Delivery Team The ServiceNow AND Customer team, including: ServiceNow Customer
Engagement Manager, Customer Platform Owner, Customer Project Manager,
ServiceNow Business Process Consultant, Customer Product/Process Owner,
ServiceNow Technical Consultant, and Customer Platform Administrators
Engagement Plan Project Portfolio Management - Project Plan
Product Backlog Agile Development group of stories by product that have not been assigned to
any release.
Release Backlog Agile Development group of stories by release that have not been assigned to
any sprint.
Sprint Backlog Agile Development group of stories by sprint that are going to be worked by the
Customer Platform Administrators and ServiceNow technical resources.
Unit Testing This testing covers the contents and intent of an individual story to ensure
acceptance criteria are met.
User Acceptance Testing This testing covers scenarios that touch several individual stories. It should be
based on the work done by various roles as they perform their duties.
SURF The ServiceNow internal system of record
Opportunity A record within Surf that manages the purchase transaction details
Deployment A record within Surf that manages the delivery engagement details

2017 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 8
 SIM Overview

The best practices within the ServiceNow Implementation Methodology (SIM) represent the recommendations of
ServiceNow to deliver a successful engagement and expected outcomes. Role titles, collateral names, and branding
may vary when SIM is delivered directly by ServiceNow partners, or when incorporated into partner
methodologies.

2017 ServiceNow, Inc. All rights reserved.

ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 9